Help CenterHelp Center / Returns and exchanges · How-to
Start a return or an exchange yourself from a delivered order.
When a customer phones or messages you about a problem, create the return yourself. You can do this after the customer's return period has ended, and even while Accept Returns is off.
Open the delivered order. Select Create return in the Actions card, or in the Returns card further down.
If Allow Exchanges is on and an item has another variant in stock, choose Type: Return for a refund or Exchange for another variant. Otherwise the form has no Type and creates a return.
For an exchange, choose the replacement in Exchange for. Under Photos you can add pictures of each item. Photos are optional for you, even with Photos Required on.
Choose a Reason. Reasons ending in * are your shop's fault; they can make return shipping free and refund the delivery charge.
Add a Note if useful.
The customer gets the requested message, and the approved message when you approved it, under the conditions in Return messages and alerts. Your team gets no new-request alert for a return you create. Approve Automatically and instant refunds apply to customers' requests only.
Once an order has a return, its Returns card lists each one with the return number, status, type and items, the amount refunded, and a Credit note link when money went back. A replacement order shows "Replacement order for" and a link to the original order.
The card is shown for orders with returns, for replacement orders, and for delivered orders while customers may ask for returns. Otherwise use Create return in Actions.
| Message | Meaning |
|---|---|
| Only delivered orders can be returned. | Mark the order delivered first |
| Every item of this order has already been returned or is not returnable. | Nothing is left to return |
| Choose at least one item to return. | Every quantity is 0 |
| "At most ... can be returned." | Lower the quantity |
| Choose another size or colour of the same product. | Pick a replacement in Exchange for |
| Exchanges are not available for this shop. | Switch on Allow Exchanges in settings |